How to Connect Google Analytics 4 (GA4) to Velaro 

Velaro integrates directly with Google Analytics 4 (GA4), allowing you to capture and analyze live chat activity alongside your website analytics. This guide explains how to set up the integration, what events are tracked automatically, and how you can use those events in GA4. 

Step 1 - Get Your GA4 Credentials 

To connect Velaro, you’ll need two items from your GA4 property: 

• Measurement ID: Identifies the GA4 data stream where Velaro will send events. 
• API Secret: a secure key that authorizes Velaro to send events into that data stream. 

How to get your Measurement ID and create an API Secret 

1. Sign in to Google Analytics. 

2. Click Admin (gear icon in the lower-left). 

3. In the Property settings tab or section, go to Data collection and modification, select Data Streams.  

• If you already have a web data stream, click to open it. 
• If you don’t have one, click Add stream → Web, then enter your website URL and name it (e.g., “Velaro Chat”), and save.

4. In the web data stream details, your Measurement ID (format G-XXXXXXXXXX) is shown in the top-right corner.

5. Scroll down to Measurement Protocol API secrets. 

• Click Create. 
• Enter a name (e.g., “VelaroIntegration”).
• Save, then copy the generated API Secret.

Step 2 - Configure in Velaro 

You can configure GA4 tracking at either the global level (applies to all groups) or override it for specific groups. 

Global configuration 

1. Select all groups 

2. Enter your Measurement ID  

3. API Secret key.  

This setting applies to all groups by default, meaning all chat events across your Velaro account are sent to the same GA4 web data stream. 

Group override (optional) 

To override the global settings for a specific group, check “Override the global configuration in this group.” Provide a Measurement ID and API Secret for that group. 

You can use overrides in different ways: 

• Same Measurement ID and same API Secret as global -  Sends the group’s data to the exact same GA4 stream as the global setup. Usually not needed since it duplicates the configuration. 
• Same Measurement ID with a different API Secret -  Still sends to the same GA4 stream, but with a separate secret. Useful if you want to rotate/revoke keys independently or track usage by group. 
• Different Measurement ID and API Secret - Use this if you want the group’s data to go to a completely different GA4 web data stream. Every Measurement ID is tied to a stream, and that stream may be part of the same GA4 property or a different property. In either case, the Measurement ID and API Secret must both come from that stream.

Important: A Measurement ID and API Secret must always come from the same GA4 web data stream. You cannot mix an ID from one stream with a secret from another. 

Step 3 - What Velaro Tracks Automatically 

Once connected, Velaro sends events to GA4 for each stage of the chat lifecycle. These events appear under Reports → Engagement → Events. 

Default event names: 

• prechat — when a visitor opens the pre-chat form 
• queue — when they enter the queue for an agent 
• chat — when the conversation begins 
• postchat — when the chat ends and the post-chat page loads 
• missedchat — when no agent is available (offline, busy, or visitor abandoned) 

These appear under Reports → Engagement → Events in GA4. You can also register them as conversions or use them in Explorations for deeper analysis.

Step 4 - Use the Data in GA4 

Once events appear in GA4, you can use them in two powerful ways: 

Register as conversions 

• In GA4, go to Admin → Conversions. 
• Click New conversion event. 
• Enter the event name (e.g., chat or postchat). 
• These will now be counted as conversions in your reports. 

Explore event data 

• Go to Explore in GA4. 
• Create a new exploration (e.g., funnel or path). 
• Add your Velaro events (prechat, queue, etc.) as steps or dimensions. 
• Analyze behavior such as drop-offs between stages, queue-to-chat ratios, or missed chat patterns.

Example Use Cases 

• Measure conversions – Register chat or postchat as conversions to see how often chats complete. 
• Track abandonment – Use missedchat to analyze when no agents were available or visitors left. 
• Evaluate queue efficiency – Compare queue and chat events to see how many queued visitors successfully reached an agent.